IT Service Delivery Manager

Essential Functions:

• Provides overall management for ongoing implementation of ITSM (EasyVista) modules.

• Develops project plans, manage budget, resources and deliver routine status updates to leadership.

• Provides technical leadership and expertise in population and sustainability of a CMDB from disparate data sources.

• Develops a roadmap and lead the program to IT Service Delivery processes in alignment with ITIL and COBIT governance best practices. Performs incident manager role for major incidents and leads cross functional technical team in the problem solving and resolution of outages, implements process and technical solutions to prevent re-occurrence.

• Monitors and reports on service delivery metrics and overall performance.

• Coordinates planned changes with customer service, change management, and operations.

• Maintains relationships with third party partners, IT, and client partners.

• Communicates major service outages/escalations.

• Manages service teams to ensure delivery performance. 

• Ensures service delivery through SLA achievement benchmarking and implementation.

Additional Responsibilities:

• After-Hours Work: This position requires availability to work after regular business hours (evenings, nights, weekends) as needed for implementing system changes, updates, and maintenance activities. These activities are crucial for minimizing disruption to business operations and ensuring system stability.
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• On-Call Duty: The employee will participate in a rotational on-call schedule to provide technical support outside of regular business hours, including evenings, nights, weekends, and holidays.
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• Response Requirements: While on-call, the employee must be available to respond promptly to urgent issues, critical situations, and system alerts. This requires the ability to be contacted within a specified timeframe and initiate problem resolution as quickly as possible.
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• Troubleshooting & Incident Response: On-call duties involve identifying, diagnosing, and resolving technical problems, including system failures, security incidents, and application bugs.
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• Compensation: Compensation for on-call hours and after-hours work will be provided in accordance with Civil Service requirements and company policies. This includes any applicable overtime pay for non-exempt employees. 

MINIMUM QUALIFICATIONS

Desirable Knowledge, Skills, and Abilities: 

• 8-10+ years of Information Technology experience in project management.
• 5+ years of Supervisor or Management role in overseeing IT Technical teams.
• 3+ years of experience in managing ITSM project implementations.
• Experience in developing service delivery KPI's and performance metrics.
• Process engineering experience (i.e. Six Sigma, Lean) relative to IT Service Delivery.
• Preferred: Bachelor's Degree in Information Systems, Computer Science or Information Technology or 5 years in service delivery management and/or IT process improvement.
• Certified ITIL practitioner with experience developing/teaching teams in service delivery disciplines.
• Technical experience in systems integration, networking, server and cloud infrastructure.

SPECIAL REQUIREMENT:

Must possess a valid driver's license issued by the state in which the employee resides.

Pursuant to MSD's "Substance Abuse Policy and Procedures," this position has been designated as non-safety
sensitive and candidate must pass a Non-D.O.T. Drug Test for this position. Employees occupying this
position are not subject to Federal (D.O.T.) Drug and Alcohol Testing Regulations.


 

• 8-10+ years of Information Technology experience in project management.
• 5+ years of Supervisor or Management role in overseeing IT Technical teams.
• 3+ years of experience in managing ITSM project implementations.
• Experience in developing service delivery KPI's and performance metrics.
• Process engineering experience (i.e. Six Sigma, Lean) relative to IT Service Delivery.
• Preferred: Bachelor's Degree in Information Systems, Computer Science or Information Technology or 5 years in service delivery management and/or IT process improvement.
• Certified ITIL practitioner with experience developing/teaching teams in service delivery disciplines.
• Technical experience in systems integration, networking, serverand cloud infrastructure.

• Stationary Position:
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